Artur Tomasz Biel

Objectives:
The Customer Service Team Leader is responsible for ensuring that the team of Customer Service Representatives (CSRs) are organized and motivated to provide best in class customer service on issues that range from billing queries to technical queries.

Team management - ensure all tasks have been carried out and that all teams are productive and working as efficient as possible
• One to ones, Team meetings
• Team Issues – attendance mgt, implement HR policies, return to work meetings
• Define and review objectives
• Develop and implement L&D plans for team members
• Headcount management
• Productivity/workflow mgt
• Quality feedback, performance plans and follow up
• Implementation and management of any new HR /AFS initiatives which come on board
• participate in the recruitment and induction training of new staff
• Continuously motivate the team to drive for success in customer satisfaction
• Using the company performance management programme; appraise, coach, provide feedback & guidance.
Provide regular and ad hoc reporting, working closely with the WFM manager
Ensure consistency of standards and procedures with the global team
Ensure KPIs are met, inside and outside the SLA Measurement
Monitoring and regular reporting of activities within the team
Be the first point of contact for customer escalations, resolving issues, complaints and disputes timely and efficiently
Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters

- optimizing customers AdWords accounts to achieve results expected by customers.
- technical support for Google AdWords customers.
- improving customers AdWords accounts on every stage of advertising process.
- supporting in remarketing campaigns an conversion tracking set up process.
- Google Multiproduct support and troubleshooting: Analytics, Merchant Center, Google+, YouTube,
Google My Business.

Ads sales, vindication, finalizing financial transactions, processing paperwork for transactions.

Responsible for contacs and operational aspects with business partners in global scale. In charge of projects within the company, participation in creating operational processes. Yield management.

Sales of advertisments, vindication, finalizing financial transactions.